FAQ
Do STBCare® products have an expiry date?
The ‘best before’ measure of your
STBCare® product is determined by the time of opening. The jar icon on the side of the label indicates the number of months the product will be at its best once open. For example, 12M equals one year from date of opening, 9M equals nine months from date of opening.
Generally speaking, and unless a shorter expiry date is printed on the product,
STBCare® products have a recommended shelf life of at least 36 months after manufacture with additional time as specified in the Period After Opening (PAO), noting that the PAO will vary by product. Beyond this point, the aroma and texture of the formulation may vary, and its effectiveness, particularly relevant for active ingredients, may decrease. For best results, we recommend prompt initial use and observation of product specific storage recommendations.
How should I store my STBCare® products?
We recommend storing your products in a cool, dry place away from direct sunlight. This advice applies to all
STBCare® products, regardless of whether they are packaged in glass, plastic, or aluminum.
If your order is delivered during hot weather or to a warm climate, we recommend placing the product in the refrigerator for approximately 30 minutes before first use.
The label on your
STBCare® product displays an icon next to the batch number indicating how many months the product will remain at its best after opening.
How does STBCare® select ingredients for its products?
We are meticulous in selecting and sourcing ingredients for our products. Our first considerations, always, are the health and safety of our customers and the welfare of the natural environment. Our primary objective is to ensure that our range is formulated using only the safest ingredients of the highest quality.
Accordingly, all ingredients utilised in
STBCare® formulations are extensively researched with respect to their safety, stability and efficacy. This is standard procedure for every ingredient under consideration, regardless of type; each is included only when its safety and efficacy have been thoroughly evaluated. This procedure also verifies that ingredients are of vegan origin and have not been tested on animals.
In addition to this stringent research, our products are tested for safety during the development process, using cumulative irritancy testing on human volunteers. Prior to release, each of our products must also pass a Product Safety Assessment and Toxicological review, conducted by an independent qualified agency.
Do STBCare® products contain preservatives, paraben or allergens?
Our Approach to Ingredients: Preservatives and Essential Oils
At STBCare®, every ingredient-whether botanical or laboratory-made-is extensively researched for safety, stability, and efficacy. This rigorous evaluation is standard procedure for all formulations under consideration.
Preservatives and Stability Preservatives are a necessary and sensible component of personal care, crucial to the performance and longevity of our products. By utilising modern methodologies and non-botanical stabilisers, we ensure our botanical ingredients remain in their most effective state while using the smallest possible doses of preservatives. This approach minimises potential irritation, particularly for sensitive skin. We constantly evaluate new developments to ensure our formulations employ the latest scientific thinking.
Essential Oils and Allergens: Our essential oils are selected for the specific benefits they offer the skin. As these are complex natural mixtures, certain compounds are classified as allergens under European Union (EU) regulation. We strictly adhere to the recommendations of the International Fragrance Association (IFRA) and other global agencies, ensuring that all essential oil levels fall well below recommended safety limits.
Transparency and Standards: For full transparency, the presence of all preservatives and allergens is clearly identified within our ingredient lists.
All STBCare® products are free of parabens.
How long does one STBCare® stick typically last?
The longevity of your STBCare® product will depend on frequency and quantity of application. With consistent daily use as directed, one stick typically lasts approximately 20 days.
Can I travel with my STBCare® product?
Yes. STBCare® products are suitable for travel and can be carried in your luggage. To help maintain the product's ideal consistency, we recommend avoiding prolonged exposure to excessive heat or direct sunlight during travel.
Can I use STBCare® with other skincare products?
Yes. STBCare® products can generally be used alongside other skincare products. We recommend allowing each product to absorb fully before applying another product to the same area.
Will STBCare® stain clothing or fabrics?
STBCare® products may leave slight marks on lighter-colored fabrics if applied immediately before contact with clothing. For best results, allow the product to absorb fully before dressing.
Where are STBCare® products manufactured?
STBCare® products are manufactured in Canada in facilities that adhere to strict quality and safety standards.
How much product should I apply?
For best results, use the amount recommended in the product instructions. Applying more than the recommended amount will not necessarily improve results and may lead to unnecessary product usage.
What are your delivery options and shipping costs?
Standard Expedited
Delivery time:
- 2-4 business days (Canada)
- 2-4 business days (USA)
- 2-4 business days (Europe)
- 3-6 business days (Africa)
- 6-15 business days (Asia)
Price: Free
Orders are shipped from Canada or Europe.
Orders will be processed within 1-2 business days. Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day.
Orders will be shipped Monday-Friday, excluding federal holidays within Canada and Europe. Packages do not require a signature upon delivery.
Our delivery time frames are estimates only and may vary with public holidays, possible courier delivery issues, and other influences (such as severe weather conditions) that are beyond the control of STBCare®.
PO Box addresses cannot be supported.
Currently, we do not ship internationally from our Canadian warehouse. To send STBCare® products abroad, please follow these steps:
- Switch Regions: Search your browser for the local STBCare® site (e.g., "STBCare® Spain" or "STBCare® UK").
- Local Currency: Prices will automatically update to the destination's currency.
- Delivery: Place your order directly through that regional site for local delivery.
Note: If you cannot find a local website for your preferred destination, we do not currently service that country.
How can I track my parcel?
If you want to check the status of your order and are a registered user, please log in to My Account to check the progress of your order. If you want to track the shipment of your order, use the tracking number included in your shipping confirmation email and track it via your Local Carrier Post website. For any questions about your order, please contact us , and we will be happy to assist you.
How many items can I order?
We invite you to purchase a maximum of 10 units per product.
Do the prices listed on the website include tax?
Prices on the STBCare® Canada website are not inclusive of tax.
The tax amount will be calculated in the checkout before finalizing payment and will be displayed on the invoice, attached to your shipment email.
What is your returns policy?
RETURNS - 100% SATISFACTION GUARANTEE
If for any reason you are not completely satisfied with your STBCare® purchase, you may return the purchased products within fourtheen (14) days of the delivery.
Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase. To return an order, print and complete the return form found here, pack the item(s) to be returned, along with the return form, in the original package if possible.
Returned packages must be returned prepaid, by Canada Post with an Expedited parcel, with signature, to: **************(adress)************
UNOPENED AND UNUSED
To return merchandise to stbcare.com, please follow these easy steps:
Step 1: Pack the items along with a copy of your invoice.
Step 2: Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:
***name basement***
street adress***
city***
postal code***
If you received a FREE product, sample or gift with your purchase, it must be included with your returns in order to be refunded in the original form of payment.
The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed.
OPENED OR USED
Please contact our customer service team here, and it will be our pleasure to indicate how to proceed.
ITEMS PURCHASED THROUGH OUR STBCare® BOUTIQUES OR RETAIL PARTNERS
We're sorry, but returns or exchanges for purchases made in a retail store or physical’s office may not be returned to sta*.com. If the item you wish to return was not purchased through stbcare.com, we recommend returning to the place of purchase for resolution.
CONTACT US
Need further assistance? customer service team here .
What should I do if my order is missing an item, damaged in transit, or hasn't been received?
While we strive for prompt delivery, external factors may occasionally cause delays. Most late parcels arrive within 5 business days of their expected date.
Before contacting us please ensure the following steps have been taken:
Verify Details: Confirm your delivery address and check for courier notifications (SMS/Email/Cards).
Search Premises: Check mailboxes and "safe places" around your property or with building management.
Monitor Tracking: Statuses may remain static between milestones; please allow five business days of no movement before reaching out.
Incorrect or Damaged Items: Should your order arrive damaged or incorrect, please contact us for an investigation.
To resolve this efficiently, please provide:
- Your Order Number
- A clear photo of all items received in a single image
Important Considerations
Processing: Orders placed after 12pm Friday or over the weekend are processed the next business day.
Exclusions: Our refund and replacement policy applies exclusively to Stbcare.com orders. For store or third-party purchases, please contact the original point of sale.
Can I cancel or amend my order?
To enjoy your purchase as soon as possible, please ensure that you have entered the correct and full delivery address as we are unable to modify or cancel an order once it has been placed.
Cancelling Click and Collect Orders:
Please contact our customer service team if you wish to cancel your Click and Collect order. We are unable to amend the store you have selected to collect your order. You can then place another order selecting your preferred store.
What are your payment options?
We accept the following payment methods:
Visa
Mastercard
American Express
Klarna
Apple Pay
Paypal
How do I reset my password?
You can reset your password by selecting 'Forgotten Password' in the log in section.
How do I unsubscribe from your email communications?
If you would no longer wish to receive emails from STBCare®, you will find at the bottom of email correspondence from STBCare® an 'Unsubscribe and update preferences' link that you can click. Please unselect 'Receive email communications' and click 'Save preferences'.
Alternatively, you can log in to your account and under the 'My account' tab and untick Email under 'Marketing Communications'.
How can I delete my STB® account?
If you wish to delete your online STBCare® account, please select the Privacy Form that can be found on the contact us page.
Do I need an account with STBCare® to place an order?
You do not need to create an account to shop online and can simply purchase as a guest.
The benefits of creating an account will expedite future purchases as you will be able to save your personal details, store multiple delivery addresses, peruse past orders and should you wish, receive special Aesop customer event invitations and new product information.
Creating an account only takes a few minutes and you can do so by clicking here .
Where should I direct my wholesale enquiries?
Please submit an application by selecting Wholesale and Amenity Enquiry form on our contact us page.
Due to the high volume of enquiries we receive, please be aware applications can take between three to four weeks to process. We thank you in advance for your patience.
How do I apply for a job with STBCare®?
Aesop workplaces are distinguished by a rare blend of courtesy, cordiality and intellectual energy. We seek skilled individuals who can bring a wealth of life experience and inspired ideas to our table. As a company, we nurture curious individuals who share our interests in design and incisive enquiry across all fields.
To apply for an advertised position, careers page and follow the prompts.
What should I do If I'm having issues at check-out?
If you experiencing issues at checkout, contact our customer service team and provide clear screenshots (including any error messages you are seeing).
Where can I direct my collaboration requests or press enquiries?
For all press related enquiries, please contact us .
Do STBCare® products have an expiry date?
The ‘best before’ measure of your
STBCare® product is determined by the time of opening. The jar icon on the side of the label indicates the number of months the product will be at its best once open. For example, 12M equals one year from date of opening, 9M equals nine months from date of opening.
Generally speaking, and unless a shorter expiry date is printed on the product,
STBCare® products have a recommended shelf life of at least 36 months after manufacture with additional time as specified in the Period After Opening (PAO), noting that the PAO will vary by product. Beyond this point, the aroma and texture of the formulation may vary, and its effectiveness, particularly relevant for active ingredients, may decrease. For best results, we recommend prompt initial use and observation of product specific storage recommendations.
How should I store my STBCare® products?
We recommend storing your products in a cool, dry place away from direct sunlight. This advice applies to all
STBCare® products, regardless of whether they are packaged in glass, plastic, or aluminum.
If your order is delivered during hot weather or to a warm climate, we recommend placing the product in the refrigerator for approximately 30 minutes before first use.
The label on your
STBCare® product displays an icon next to the batch number indicating how many months the product will remain at its best after opening.
How does STBCare® select ingredients for its products?
We are meticulous in selecting and sourcing ingredients for our products. Our first considerations, always, are the health and safety of our customers and the welfare of the natural environment. Our primary objective is to ensure that our range is formulated using only the safest ingredients of the highest quality.
Accordingly, all ingredients utilised in
STBCare® formulations are extensively researched with respect to their safety, stability and efficacy. This is standard procedure for every ingredient under consideration, regardless of type; each is included only when its safety and efficacy have been thoroughly evaluated. This procedure also verifies that ingredients are of vegan origin and have not been tested on animals.
In addition to this stringent research, our products are tested for safety during the development process, using cumulative irritancy testing on human volunteers. Prior to release, each of our products must also pass a Product Safety Assessment and Toxicological review, conducted by an independent qualified agency.
Do STBCare® products contain preservatives, paraben or allergens?
Our Approach to Ingredients: Preservatives and Essential Oils
At STBCare®, every ingredient-whether botanical or laboratory-made-is extensively researched for safety, stability, and efficacy. This rigorous evaluation is standard procedure for all formulations under consideration.
Preservatives and Stability Preservatives are a necessary and sensible component of personal care, crucial to the performance and longevity of our products. By utilising modern methodologies and non-botanical stabilisers, we ensure our botanical ingredients remain in their most effective state while using the smallest possible doses of preservatives. This approach minimises potential irritation, particularly for sensitive skin. We constantly evaluate new developments to ensure our formulations employ the latest scientific thinking.
Essential Oils and Allergens: Our essential oils are selected for the specific benefits they offer the skin. As these are complex natural mixtures, certain compounds are classified as allergens under European Union (EU) regulation. We strictly adhere to the recommendations of the International Fragrance Association (IFRA) and other global agencies, ensuring that all essential oil levels fall well below recommended safety limits.
Transparency and Standards: For full transparency, the presence of all preservatives and allergens is clearly identified within our ingredient lists.
All STBCare® products are free of parabens.
How long does one STBCare® stick typically last?
The longevity of your STBCare® product will depend on frequency and quantity of application. With consistent daily use as directed, one stick typically lasts approximately 20 days.
Can I travel with my STBCare® product?
Yes. STBCare® products are suitable for travel and can be carried in your luggage. To help maintain the product's ideal consistency, we recommend avoiding prolonged exposure to excessive heat or direct sunlight during travel.
Can I use STBCare® with other skincare products?
Yes. STBCare® products can generally be used alongside other skincare products. We recommend allowing each product to absorb fully before applying another product to the same area.
Will STBCare® stain clothing or fabrics?
STBCare® products may leave slight marks on lighter-colored fabrics if applied immediately before contact with clothing. For best results, allow the product to absorb fully before dressing.
Where are STBCare® products manufactured?
STBCare® products are manufactured in Canada in facilities that adhere to strict quality and safety standards.
How much product should I apply?
For best results, use the amount recommended in the product instructions. Applying more than the recommended amount will not necessarily improve results and may lead to unnecessary product usage.
What are your delivery options and shipping costs?
Standard Expedited
Delivery time:
- 2-4 business days (Canada)
- 2-4 business days (USA)
- 2-4 business days (Europe)
- 3-6 business days (Africa)
- 6-15 business days (Asia)
Price: Free
Orders are shipped from Canada or Europe.
Orders will be processed within 1-2 business days. Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day.
Orders will be shipped Monday-Friday, excluding federal holidays within Canada and Europe. Packages do not require a signature upon delivery.
Our delivery time frames are estimates only and may vary with public holidays, possible courier delivery issues, and other influences (such as severe weather conditions) that are beyond the control of STBCare®.
PO Box addresses cannot be supported.
Currently, we do not ship internationally from our Canadian warehouse. To send STBCare® products abroad, please follow these steps:
- Switch Regions: Search your browser for the local STBCare® site (e.g., "STBCare® Spain" or "STBCare® UK").
- Local Currency: Prices will automatically update to the destination's currency.
- Delivery: Place your order directly through that regional site for local delivery.
Note: If you cannot find a local website for your preferred destination, we do not currently service that country.
How can I track my parcel?
If you want to check the status of your order and are a registered user, please log in to My Account to check the progress of your order. If you want to track the shipment of your order, use the tracking number included in your shipping confirmation email and track it via your Local Carrier Post website. For any questions about your order, please contact us , and we will be happy to assist you.
How many items can I order?
We invite you to purchase a maximum of 10 units per product.
Do the prices listed on the website include tax?
Prices on the STBCare® Canada website are not inclusive of tax.
The tax amount will be calculated in the checkout before finalizing payment and will be displayed on the invoice, attached to your shipment email.
What is your returns policy?
RETURNS - 100% SATISFACTION GUARANTEE
If for any reason you are not completely satisfied with your STBCare® purchase, you may return the purchased products within fourtheen (14) days of the delivery.
Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase. To return an order, print and complete the return form found here, pack the item(s) to be returned, along with the return form, in the original package if possible.
Returned packages must be returned prepaid, by Canada Post with an Expedited parcel, with signature, to: **************(adress)************
UNOPENED AND UNUSED
To return merchandise to stbcare.com, please follow these easy steps:
Step 1: Pack the items along with a copy of your invoice.
Step 2: Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:
***name basement***
street adress***
city***
postal code***
If you received a FREE product, sample or gift with your purchase, it must be included with your returns in order to be refunded in the original form of payment.
The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed.
OPENED OR USED
Please contact our customer service team here, and it will be our pleasure to indicate how to proceed.
ITEMS PURCHASED THROUGH OUR STBCare® BOUTIQUES OR RETAIL PARTNERS
We're sorry, but returns or exchanges for purchases made in a retail store or physical’s office may not be returned to sta*.com. If the item you wish to return was not purchased through stbcare.com, we recommend returning to the place of purchase for resolution.
CONTACT US
Need further assistance? customer service team here .
What should I do if my order is missing an item, damaged in transit, or hasn't been received?
While we strive for prompt delivery, external factors may occasionally cause delays. Most late parcels arrive within 5 business days of their expected date.
Before contacting us please ensure the following steps have been taken:
Verify Details: Confirm your delivery address and check for courier notifications (SMS/Email/Cards).
Search Premises: Check mailboxes and "safe places" around your property or with building management.
Monitor Tracking: Statuses may remain static between milestones; please allow five business days of no movement before reaching out.
Incorrect or Damaged Items: Should your order arrive damaged or incorrect, please contact us for an investigation.
To resolve this efficiently, please provide:
- Your Order Number
- A clear photo of all items received in a single image
Important Considerations
Processing: Orders placed after 12pm Friday or over the weekend are processed the next business day.
Exclusions: Our refund and replacement policy applies exclusively to Stbcare.com orders. For store or third-party purchases, please contact the original point of sale.
Can I cancel or amend my order?
To enjoy your purchase as soon as possible, please ensure that you have entered the correct and full delivery address as we are unable to modify or cancel an order once it has been placed.
Cancelling Click and Collect Orders:
Please contact our customer service team if you wish to cancel your Click and Collect order. We are unable to amend the store you have selected to collect your order. You can then place another order selecting your preferred store.
What are your payment options?
We accept the following payment methods:
Visa
Mastercard
American Express
Klarna
Apple Pay
Paypal
How do I reset my password?
You can reset your password by selecting 'Forgotten Password' in the log in section.
How do I unsubscribe from your email communications?
If you would no longer wish to receive emails from STBCare®, you will find at the bottom of email correspondence from STBCare® an 'Unsubscribe and update preferences' link that you can click. Please unselect 'Receive email communications' and click 'Save preferences'.
Alternatively, you can log in to your account and under the 'My account' tab and untick Email under 'Marketing Communications'.
How can I delete my STB® account?
If you wish to delete your online STBCare® account, please select the Privacy Form that can be found on the contact us page.
Do I need an account with STBCare® to place an order?
You do not need to create an account to shop online and can simply purchase as a guest.
The benefits of creating an account will expedite future purchases as you will be able to save your personal details, store multiple delivery addresses, peruse past orders and should you wish, receive special Aesop customer event invitations and new product information.
Creating an account only takes a few minutes and you can do so by clicking here .
Where should I direct my wholesale enquiries?
Please submit an application by selecting Wholesale and Amenity Enquiry form on our contact us page.
Due to the high volume of enquiries we receive, please be aware applications can take between three to four weeks to process. We thank you in advance for your patience.
How do I apply for a job with STBCare®?
Aesop workplaces are distinguished by a rare blend of courtesy, cordiality and intellectual energy. We seek skilled individuals who can bring a wealth of life experience and inspired ideas to our table. As a company, we nurture curious individuals who share our interests in design and incisive enquiry across all fields.
To apply for an advertised position, careers page and follow the prompts.
What should I do If I'm having issues at check-out?
If you experiencing issues at checkout, contact our customer service team and provide clear screenshots (including any error messages you are seeing).
Where can I direct my collaboration requests or press enquiries?
For all press related enquiries, please contact us .